Info

Author: Abdullah^2

Generated on: 2020-09-29 14:57:18

Monitoring Period:

Time frame for which analysis is being conducted
Low_gain_start_time Low_gain_end_time Long_term_analysis_start_date Long_term_analysis_end_date
2020-09-28 09:01:17 2020-09-28 21:00:22 2020-08-31 2020-09-28
Low_gain missing dates in data Long_term missing dates in data
() 2020-09-05(Saturday), 2020-09-06(Sunday), 2020-09-12(Saturday), 2020-09-13(Sunday), 2020-09-19(Saturday), 2020-09-20(Sunday), 2020-09-26(Saturday), 2020-09-27(Sunday)

Skill0103300003

L1 L2 Percentages

Call Volume Distribution

Quantile wise

Decile wise

Bias Analysis based on Call Volume

AP

CP

L1

AP

CP

L2

AP

CP

AHT Distribution

Quantile wise

Decile wise

Bias Analysis based on AHT

AP

CP


L1

AP

CP


L2

AP

CP

CR Distribution

Quantile wise

Decile wise

Quantile-wise MA,VA Distribution

Actual

Used

nagents

Raw

Filtered

Used

Evalscore Distribution

Agent rank check

Equation of line: y=(0.2)x + 56.86

Troublesome Agents: Rank difference 3 stdev away from mean 41.545
agentid Calls Sales CR ranks_production deployed_ranks prod_dep_diff
034552 91 5 0.0549451 140 37 103
035089 49 0 0.0000000 5 106 101
035857 55 0 0.0000000 7 116 109
036699 59 0 0.0000000 9 131 122
038107 42 0 0.0000000 4 140 136
041999 55 2 0.0363636 112 7 105
042016 89 4 0.0449438 132 19 113
043383 74 4 0.0540541 138 31 107
043919 60 0 0.0000000 10 138 128
044126 65 4 0.0615385 144 17 127
044838 85 4 0.0470588 135 3 132
044849 113 5 0.0442478 131 14 117

AP Lookahead skill

Gain by Diffgroup

Last 30 days

Intermodel agent rank correlation last 30 days Skill 0103300003
2020-09 (September)
01 (08:24:05) 03 (15:14:13) 04 (07:47:24) 04 (11:44:13) 09 (13:25:52) 09 (15:12:27) 15 (08:52:56) 15 (09:26:40) 16 (11:58:41) 16 (12:17:51) 18 (15:37:46) 23 (16:54:18) 25 (15:42:07)
2020-09 (September) 01 (08:24:05) 1 0.93 0.92 0.92 0.94 0.94 0.8 0.8 0.84 0.84 0.82 0.83 0.81
03 (15:14:13) 0.93 1 0.97 0.97 0.88 0.88 0.76 0.76 0.79 0.79 0.78 0.78 0.79
04 (07:47:24) 0.92 0.97 1 1 0.91 0.91 0.75 0.75 0.79 0.79 0.78 0.77 0.79
04 (11:44:13) 0.92 0.97 1 1 0.91 0.91 0.75 0.75 0.79 0.79 0.78 0.77 0.79
09 (13:25:52) 0.94 0.88 0.91 0.91 1 1 0.76 0.76 0.81 0.81 0.8 0.79 0.81
09 (15:12:27) 0.94 0.88 0.91 0.91 1 1 0.76 0.76 0.81 0.81 0.8 0.79 0.81
15 (08:52:56) 0.8 0.76 0.75 0.75 0.76 0.76 1 1 0.92 0.92 0.88 0.87 0.86
15 (09:26:40) 0.8 0.76 0.75 0.75 0.76 0.76 1 1 0.92 0.92 0.88 0.87 0.86
16 (11:58:41) 0.84 0.79 0.79 0.79 0.81 0.81 0.92 0.92 1 1 0.94 0.94 0.91
16 (12:17:51) 0.84 0.79 0.79 0.79 0.81 0.81 0.92 0.92 1 1 0.94 0.94 0.91
18 (15:37:46) 0.82 0.78 0.78 0.78 0.8 0.8 0.88 0.88 0.94 0.94 1 1 0.93
23 (16:54:18) 0.83 0.78 0.77 0.77 0.79 0.79 0.87 0.87 0.94 0.94 1 1 0.88
25 (15:42:07) 0.81 0.79 0.79 0.79 0.81 0.81 0.86 0.86 0.91 0.91 0.93 0.88 1

Configurator Changes

Latest Change Configurator
ProgramID ProgramID GroupName DateAdded CreatedOn UpdatedOn RunTimePercType RevEnabled MinOptimalAgents MaxOptimalAgents StartOptimalAgents EndOptimalAgents OptimalCallsMeasure CallGroupLongWindowInMinutes CallGroupShortWindowInMinutes CallGroupWeightingForLongWindow CallGroupWeightingForShortWindow MaximizePayouts SolutionTimeoutInMillisecondsL2
TfonicaVikstar_AYTY TfonicaVikstar_AYTY TfonicaVikstar_AYTY 2020-09-25 12:47:14.000 2020-09-25 12:47:14.000 2020-09-25 12:47:14.000 default both 30 30 30 30 longestwaiting NA NA NA NA 0 10
VikstarTFN VikstarTFN VikstarTFN 2020-09-17 10:24:24.000 2020-09-17 10:24:24.000 2020-09-17 10:24:24.000 none l2only 1 1 1 1 percentile 60 10 1 1 1 30
Change_2 Configurator
ProgramID ProgramID GroupName DateAdded CreatedOn UpdatedOn RevEnabled OptimalCallsMeasure CallGroupLongWindowInMinutes CallGroupShortWindowInMinutes CallGroupWeightingForLongWindow CallGroupWeightingForShortWindow MaximizePayouts SolutionTimeoutInMillisecondsL2
2 VikstarTFN VikstarTFN VikstarTFN 2020-09-17 10:24:24.000 2020-09-17 10:24:24.000 2020-09-17 10:24:24.000 l2only percentile 60 10 1 1 1 30
3 VikstarTFN5 VikstarTFN5 VikstarTFN5 2020-09-17 10:21:30.000 2020-09-17 10:21:30.000 2020-09-17 10:21:30.000 both longestwaiting NA NA NA NA 0 10

AP across CP Quantiles

cp_actual_quantiles Mean_AP_ON Mean_AP_OFF Mean_Choice_of_Agents_ON Mean_Choice_of_Agents_OFF
1 0.2185210 0.4676143 8 8
2 0.3209703 0.4601222 8 8
3 0.4788043 0.4637071 8 8
4 0.6364851 0.4642293 8 8
5 0.7098548 0.4668566 8 9

Overall Call Volume Distribution

Across Skills

Across VDN

The Unknown

Unknown Table
Date Percentage of unknown Agents Percentage of unknown Calls Percentage of SLA blown calls
2020-08-31 14.461856 0 0.5207054
2020-09-01 1.328793 0 0.2403846
2020-09-02 1.495802 0 0.2116701
2020-09-03 1.103044 0 0.3630271
2020-09-04 3.212711 0 0.1539861
2020-09-07 0.000000 0 0.0000000
2020-09-08 3.394520 0 0.3306789
2020-09-09 2.602922 0 0.2058433
2020-09-10 1.624130 0 0.3158030
2020-09-11 1.362199 0 0.0851374
2020-09-14 1.601023 0 0.2374140
2020-09-15 7.941705 0 0.0897666
2020-09-16 6.922707 0 0.1926318
2020-09-17 12.797476 0 0.0748703
2020-09-18 12.186800 0 0.2825461
2020-09-21 14.115319 0 0.0677119
2020-09-22 14.367498 0 0.1800554
2020-09-23 5.681818 0 0.1401682
2020-09-24 4.929930 0 0.4754755
2020-09-25 4.303015 0 0.2215924
2020-09-28 2.832891 0 0.3853565

Gain

Hour wise (Last Day)


Shift wise (Last Day)

Gain Table
Morning shift Gain Evening shift Gain L1 Gain L2 Gain
8.401034 -2.721504 5.113435 -58.62069

Gain table

Date Actual Gain Standard Deviation Luck Adjusted Gain Double Adjusted Gain without unknown Agents Gain without SLA blown Calls Gain without unknown Calls Gain without one to one Calls
2020-08-31 -0.369 9.279 5.875 4.773 -0.525 -0.609 -0.369 -3.558
2020-09-01 14.927 8.349 11.634 11.131 15.972 14.902 14.927 21.39
2020-09-02 1.756 6.578 0.669 0.646 0.192 1.433 1.756 -2.001
2020-09-03 3.772 6.657 3.407 1.281 5.15 3.776 3.772 4.981
2020-09-04 8.153 6.99 10.162 10.452 6.868 8.3 8.153 12.664
2020-09-07 0 0 0 0 0 0 0 0
2020-09-08 -10.775 6.148 -0.621 1.59 -11.375 -11.23 -10.775 -11.27
2020-09-09 2.165 7.301 11.421 14.547 2.444 2.15 2.165 1.252
2020-09-10 9.305 8.373 5.781 3.924 8.739 8.703 9.305 9.266
2020-09-11 0.806 6.791 0.904 1.661 1.293 0.976 0.806 2.13
2020-09-14 -1.675 6.668 -1.699 -1.123 -0.289 -1.498 -1.675 -1.783
2020-09-15 -6.093 6.342 -4.437 -4.12 -7.472 -5.866 -6.093 -5.506
2020-09-16 5.775 7.787 0.546 -2.352 4.948 5.763 5.775 7.84
2020-09-17 1.996 7.048 7.016 8.366 2.538 1.974 1.996 3.231
2020-09-18 3.893 7.152 7.376 9.478 6.761 3.592 3.893 7.914
2020-09-21 5.352 7.539 1.527 1.133 7.211 5.32 5.352 1.407
2020-09-22 8.162 8.16 6.272 5.845 13.786 7.821 8.162 9.855
2020-09-23 -4.094 7.676 0.784 -1.319 -2.691 -4.093 -4.094 -5.684
2020-09-24 7.012 9.058 6.609 7.353 5.99 7.208 7.012 1.162
2020-09-25 -8.712 7.604 2.624 4.017 -6.544 -8.47 -8.712 -1.761
2020-09-28 3.446 9.315 4.73 2.095 0.822 3.171 3.446 4.677

Gain graph

Agent Information

Agent Skill Login Pattern (Last day)

0103300003 10002 10003 10032 10042
0103300003 154 0 0 0 0
10002 0 444 170 25 16
10003 0 170 175 9 7
10032 0 25 9 474 67
10042 0 16 7 67 272

Agent rank correlation Raw CR

week_35 week_36 week_37 week_38 week_39
week_35 1 0.714 0.758 0.482 0.342
week_36 0.714 1 0.766 0.618 0.335
week_37 0.758 0.766 1 0.66 0.397
week_38 0.482 0.618 0.66 1 0.422
week_39 0.342 0.335 0.397 0.422 1

Agent Sharing Across skills

0103300003
0103300003 146